New Versa 2 - heart rate monitor, sleep tracking not logging

[SunsetRunner]

Received my Versa 2 on Friday. The heart rate monitor blinks on the back side, but does not register.  Tried different bands and still nothing. I checked the box on the watch and the app.

It also didn't track my sleep either night.

Additionally, it doesn't sync the active hours correctly, the Versa 2 says 6 of 14 and the app says 2 of 14.

Any suggestions?

[Marrrmaduke]

@SunsetRunner Could you please share your phone model and OS. Have you tried rebooting your tracker several times by pressing and holding the back button until Versa screen goes black and Fitbit logo appears? Also, could you please make sure your Versa syncs properly? When was the last sync (please open fitbit mobile app, tap on your Profile picture, scroll down to Versa and check the sync time stamp). By heart rate not being registered, do you mean there's no chart in the fitbit mobile app, or no HR data in Today app on your Versa (swipe up on the main screen of Versa to open Today app and go to the HR section. Does it say "--"?). Finally, are you using any third party clockfaces? If yes, please switch back to one of the Fitbit originals and see if that helps.

[SunsetRunner]

Thanks for the quick reply.

I changed my clock back to a Fitbit face and restarted my watch twice.  No change,.

My phone is a Moto G7 Play, Android version 9.

My Versa syncs with the Fitbit App.  The heart rate monitor on the watch just shows --., same with the sleep --.--, etc.

[SunsetRunner]

Update.

Took my dogs for a 20 minute walk this morning.  It recorded my steps, but no active steps logged.

The watch says 2 of 14 hours today, but the app says 1 of 14.

It did not log my sleep and still has not registered my heart rate.

[SunsetRunner]

After 2 chat's with online support, they agreed the watch is not working correctly.  They issued me an email for a replacement on Tuesday, which I followed the instructions on.

I have not received a confirmation when a replacement will be shipped.  Any idea how long this will take?

[Marrrmaduke]

@SunsetRunner I guess everything is delayed due to covid-19. Usually the replacements are shipped quickly. The best thing to do would be to follow up with the Support.

[SunsetRunner]

I received my replacement last week and it did the same thing.  Just got my 2nd replacement today and it's doing the same thing.

I'm trying to be patient, but this is getting ridiculous.

I've been a Fitbit Owner since 2013 and I have loved everyone one I've had, but I'm about to consider trying some other brand.